Filed under - Recorded Call Centre and Customer Experience Webinars, Jacada
In this webinar we looked at how to drive adoption of your self-service assets to lower inbound call volume. We explored how to drive voice callers into digital channels.
- Introductions – Jonty Pearce, Call Centre Helper
- Phil Anderson – The Forum
- Rich Garrett – Jacada
Topics to be discussed
- Driving self-service adoption
- Increasing call containment
- Providing an effortless and personal customer experience
- Voice and digital channels
- Natural language with traditional flow-driven approaches
- Agent desktop automation
- Top tips from the audience
- Winning Tip – “Our commitment to FCR helps keeping calls down to a manageable level. We see a surge in inbound call traffic when we have an influx of new starters due to lack of process knowledge. We ensure extra callers are available during these times, as we do Live chatters and Emailers to compensate.” Thanks to Steve32.
Original Webinar date: Thursday 9th November 2017